Removing the 'Assigned to' value in Agent Field once the ticket has been re-opened in SAP C4C.

[former_member592512]

Hi,

I would like to know if it's possible to remove the value assigned in the Agent field, once a completed ticket has been re-opened after the customer replies to the email thread sent from SAP C4C.

We want to remove the value in 'Assigned to' (Agent field) once a completed ticket has been re-opened, so the ticket will be returned to the teams queue and not on the specific agents queue.

[sandeephebbar · Accepted solution]

Hi Nabil,

By standard, this is not possible. However for your scenario, you can create a workflow as notification or e-mail to notify manager/who assigns tickets whenever ticket is reopened. You can also try for custom solution to remove Assigned To/Processor of the ticket.

Regards,
Sandeep

[former_member92543]

Hi Nabil,

I created a workflow rule:

business object: ticket
timing: on every save
conditions: status (before object change) "completed", and customer update equal to "yes"
rule type: field update
field: Agent ID --> (blank)

Maybe this helps.

BR,
Liivi

[sandeephebbar]

@Liivi, thank you. Yes, this condition can be used to keep the Agent ID blank

[former_member592512]

Hi Liivi,

I have also tried this workflow and I was able to return the ticket to teams queue once the ticket is re-opened. Thank you for the suggestion.

[former_member592512]

Hi Sandeep,

Thanks for the feedback. I will look into your advise with regards to re-opened tickets.